do you think i would get a goodwill gesture?

iwanttosave_2

i signed up for the new samsung e530 with o2 and was told that it would be delivered yesterday, so after taking time off to wait in for the delivery, what happens? it doesn't turn up. I then phoned o2 (which is not free, it used £4.00 credit) and they said that it had not even been dispached yet and was being picked up last night. When i asked why it had not been picked up i was told it was because of a problem in processing.

so i have loss of earnings for yesterday the cost of phone calls and now another day of waiting (they will not leave it with a neighbough unless they have my written permission.)

I remember seeing a thread on here saying that if you are not happy about something ask for a goodwill payment but i can't find it, has anyone else recived anything for being inconvinenced?

smcicr

it's worth asking - you are probably best off trying for a months free line rental or something like that rather than a payment (they have to come from up high i believe and so could take more time and effort to actually get)

ruiner99

i very much doubt it. i've had consistant problems from o2 and this was an email i got when i asked for a good will gesture. and even though the wording in the email doesn't say goodwill gesture it is the exact woring i used.



Dear XXXXX,

Thank you for contacting O2 Customer Service.

I am sorry; as per O2 policy we do not give any compensation.

If you need further information about this matter, please reply to this email.
For further details about O2, please visit our online Help Centre at:

http://www.o2.co.uk/help

Kind regards,

Seema Jagdish Patel
O2 Customer Service.

tin

I'll agree - they charged me £15 worth of line rental on two phones when they weren't even connected - I complained immediately and got the "we won't be compensating you" response. This by a supposedly independent (and therefore fair) customer complaints centre. crap

smcicr

it is possible - i had a nightmare with them last year (massive overbilling which took two weeks of constant and lengthy emails from me before they did a u turn and agreed that i had been right from day one and they had thus been talking absolute cobblers) and i got a months free line rental out of that - funnily enough that problem was the cause of my most recent hassle with them (changed to a credit card direct debit - easier to cancel - but o2's systems can't handle a credit card expiring and being replaced...sky's can) i was barred 3 months in a row and they messed up the billing to boot. after many hours on the phone i gave up, requested a PAC and wrote a letter of complaint and sent it off to: peter.erskine at o2.com and DAVID.ARCULUS at o2.com. more to get it off my chest than with any expectations. got a call a week or so later from a top level customer satisfaction team. end result: 50% off my tariff, free w800i upgrade and £50 cheque as a goodwill gesture (i think that was the exact wording on the letter the cheque was attached to...)

zak1976

O2 are impossible to deal with online as all the e-mails go to a mail centre abroad.

Send an e-mail to mycare@o2mail.co.uk and ask for the complaint to be escalated to the complaints team, they will then call you back. They are based in the UK and up till now have been good at resolving complaints..........

Pieman1972

ruiner99 wrote:

i very much doubt it. i've had consistant problems from o2 and this was an email i got when i asked for a good will gesture. and even though the wording in the email doesn't say goodwill gesture it is the exact woring i used.



Dear XXXXX,

Thank you for contacting O2 Customer Service.

I am sorry; as per O2 policy we do not give any compensation.

If you need further information about this matter, please reply to this email.
For further details about O2, please visit our online Help Centre at:

http://www.o2.co.uk/help

Kind regards,

Seema Jagdish Patel
O2 Customer Service.

Unfortunately this reply is directly connected to shipping Cust Services to "low cost" countries.....i.e. they will give you a general answer with no specifics.....
I emailed them (O2) saying to them I am moving for O2 PAYG to O2 Contract and should I follow the guidelines for Number transfer as I was transferring from O2 to O2. The reply I got was straight out of the database when they've searched for "PAC Code"......needless to say once I receive my new phone I will phone them.......